Vice President-CSM

Apex Group Ltd (UK Branch); Gandhinagar; Sur place; INR 1 800 000 - 2 400 000; Plein temps

Résumé du poste

Apex Group Ltd (UK Branch) in India seeks an experienced Client Relationship Manager to drive client partnerships, understand strategies, and ensure service delivery meets client requirements.

You will manage relationships across funds services, coordinate with Operations, Product and Compliance, and proactively identify opportunities to improve the client experience while supporting growth within a global, client-centric organization.

Qualifications

• Approximately 12+ years of experience in Client Servicing, Relationship Management, or Operations.
• Experience in Fund Services or Financial Services.
• Strong organizational skills and attention to detail.
• Excellent communication and interpersonal abilities.

Responsabilités

• Support management of client relationships with regular interaction and timely responsiveness.
• Act as secondary contact for assigned clients with professional responses.
• Gather and communicate client feedback to internal teams.
• Coordinate with Operations, Product, Compliance to ensure service delivery.
• Prepare client meeting materials and follow-up actions.
• Monitor service delivery and escalate risks as needed.
• Identify opportunities to introduce additional services and support cross-selling.
• Maintain accurate client records and CRM updates.
• Prepare internal updates and management information.

Connaissances

Client relationship management

Operations coordination

Analytical mindset

Strong communication

Formation

Bachelor's degree in Finance, Business, or related discipline

Description du poste

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Role Overview

You will work closely with senior Client Relationship Management (CRM) colleagues to develop a strong understanding of client strategies, objectives, and service requirements. Your primary focus will be on supporting service delivery, maintaining client satisfaction, and identifying opportunities to enhance the overall client experience.

Key Responsibilities

Relationship Management

• Support the management of client relationships through regular interaction and timely responsiveness to client queries.
• Act as a secondary point of contact for assigned clients, ensuring solution-oriented and professional responses.
• Build a strong understanding of client structures, objectives, and service expectations.
• Gather and communicate client feedback to internal teams to support continuous improvement initiatives.
• Coordinate with internal stakeholders, including Operations, Product, Compliance, and other teams, to ensure effective service delivery.
• Assist in preparing client meeting materials, agendas, and follow-up action items.
• Maintain a client-centric approach and ensure high-quality communication across all client interactions.

Service Delivery & Client Support

• Monitor service delivery for assigned clients to ensure agreed service standards are consistently achieved.
• Track and follow up on client requests, issues, and key deliverables.
• Escalate service, operational, or relationship risks to senior CRM team members as appropriate.
• Support the resolution of operational and service-related issues in a timely manner.
• Apply sound judgment in identifying potential risks and recommending appropriate actions.
• Maintain accurate records of commitments and ensure timely closure of all client-related actions.

Commercial Support & Growth

• Identify opportunities to introduce additional services and solutions based on client needs.
• Support senior CRMs in cross-selling initiatives and client development activities.
• Assist in monitoring service scope and highlighting potential scope changes.
• Support the identification of out-of-scope activities and contribute to scope alignment discussions.

Client Profitability & Administration

• Support the tracking and reporting of client profitability metrics.
• Assist with invoicing coordination and cash collection follow-ups where required.
• Maintain accurate client records, pipelines, and CRM system updates.

Day-to-Day Responsibilities

• Act as a key coordination point between clients and internal teams.
• Support the Lead CRM in managing client relationships and communications.
• Ensure consistent follow-through on client commitments and deliverables.
• Prepare internal updates, status reports, and management information.
• Contribute to a collaborative and client-focused team environment.
• Support the implementation of governance practices, including shared mailboxes, structured communication channels, and service delivery models.
• Actively contribute to client experience initiatives by capturing feedback, tracking actions, and supporting service improvement opportunities.

Skills & Experience

• Approximately 12+ years of experience (flexible) in Client Servicing, Relationship Management, or Operations within Fund Services or Financial Services.
• Good understanding of fund structures, client servicing models, and operational processes.
• Strong organizational and coordination skills with excellent attention to detail.
• Analytical mindset with sound numerical and problem-solving abilities.
• Bachelor's degree in Finance, Business, or a related discipline. Professional qualifications will be considered an advantage but are not essential.

Personal Attributes

• Strong communication and interpersonal skills with the ability to build credible relationships with clients and colleagues.
• Client-focused mindset with a proactive and solution-oriented approach.
• Collaborative team player with a willingness to learn and develop professionally.
• Commercial awareness and an interest in building and strengthening client relationships.
• Ability to prioritize effectively and manage multiple tasks in a fast-paced environment.
• Demonstrates ownership, accountability, and reliability in delivery.
• Positive attitude with a strong desire for continuous professional growth.

Career Development

This role is designed as a pathway into a full Client Relationship Manager position, providing exposure to client relationship management, commercial strategy, and senior stakeholder engagement while supporting long-term career development within the organization.